Customer Service Call Center

Vernon M. Davis

Baltimore, MD ***** Cell 571-***-**** ************@*****.***

Objective

To obtain a career building position that will articulate my excellent communication and problem-solving skills. Team player, dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with customers, and associates based on knowledge, professionalism, integrity. Computer literate, working knowledge of Windows XP, Microsoft Word and Outlook

Key Skills

— Office management

— Proficient with Microsoft Word

— Excellent in Customer Service, problem solving and Project management.

— Knowledgeable of

—CRM System DAX

—Magneto

—Personified

Experience

Beacon Staffing/Baltimore City Park & Fines Finance Department/ Baltimore, MD

CSR2, Feb 2022 - Jun 2022

Handled Inbound and outbound calls, assisting callers with tickets, payments and disputes. Supported callers with requests for trial dates.

Dept. Of Labor, National Call Ctr/Government Contractor Cognosante LLC/ Falls Church, Virginia/ CSR2, Dec 2020 - Dec 2021

● Handled over 70 calls per day for 28 agencies of the Federal government from

unemployment, OWCP to Wage and hour division using the application Sales

force and phone log in from phone app. Nice Max.

● Call backs and answered caller email requests.

Dept. Of Labor, National Call Center/Government Contractor TTEC/ Springfield, Virginia

CSR2, Mar 2017 - Nov 2020

● Handled over 70 calls per day for 28 agencies of the Federal government from

unemployment, OWCP to Wage and hour division using the application Sales

force and phone log in from phone app. Nice Max.

● Call backs and answered caller email requests.

Aetna Healthcare Contractor Consumer Business/ Chantilly, Virginia

Customer Service Assistant, Jan 2017- Dec 2017

Inbound and outbound calls assisting members, providers and facilities with Utilization Management & Care Management support.

Support especially network adequacy research and transition of care

Educate and encourage our members to take advantage of the various programs available to them as part of their employee benefits to promote healthier lifestyle and overall awareness.

Assist members, in using the Citrix application such as portal questions (incentives, wellness actions, rewards redemption) and specials pertaining to time and usage.

Demonstrated ability to handle multiple assignments, competently and efficiently

LEI Home Enhancement/ Vienna, Virginia

Marketing Representative, May 2016 – Dec 2016

Identify potential customers in DC, Maryland, Virginia Area

Schedule Customer concerning windows, gutters, and doors

Setting appointments for closing sales for experts Customer Service Management Team

Generating leads for future sales and follow-ups

Pitching the product and services customers

Explaining how the product and services can meet needs

The Teaching Company/ The Great Courses, Chantilly, Virginia

Customer Relations Management, February 2016 – April 2016

Managing relationship s with customers generating additional sales by upselling and cross selling

Resolving complaints

Processing orders and General questions

Various administrative projects needed in the operation of the call center.

Communicating with the customers with all aspects of purchasing and returning our products

Achieving detailed knowledge of the product and policies of the company so as to provide expert service to the customer by operating CRM System DAX, magneto and Personified.

AT&T/Portables Authorized Dealer Location, Falls Church, VA

Customer Service Support/Sales, September 2014- December 2015

Answered inbound calls from prospective customer; describe types of services/products offered including new products such as TV (DirecTV)

Identified customer needs through open-ended questions and a consultative approach

Quoted prices, service dates, and payment terms

Initiated up-sell techniques in order to increase sales/revenue

Maintained quality customer service and maximize customer satisfaction levels

Acted as key-holder for two stores

Handled all B2B, short-term, and long-term contracts

Worked independently at kiosks to service walk-up clients

AT&T/ Access World Wide, Falls Church, VA

Call Center/ Sales Agent- UVERSE program, September 2012 – August 2014

Answer inbound calls from prospective customer; describe types of services/products offered

Identify customer needs through open-ended questions and a consultative approach

Quote prices, service dates and payment terms

Initiate up-sell techniques in order to increase sales/revenue

Maintain quality customer service and maximize customer satisfaction levels

Room Store Furniture, Annandale, VA

Office Assistant Manager, March 2007-August 2012

Maintain sales orders from sales associates for processing though financing.

Setup time and delivery dates for purchases throughout the Washington DC Metro area.

Process all credit applications. Effectively handle all customer inquiries.

As assistant manager required opening and closing office/store as scheduled.

Recognition & Awards

Honored with three top awards in sales & customer service ratings of 98% for AT&T & Direct TV

Honored for Regional office Management in 2 consecutive years at the Room Store

Education & Credentials

Ballou High School — Washington, DC

High School Diploma, 79-82

Certifications

& Clearances:

Workplace Essential Skills Program- Certificate Acquired

Fairfax, VA — 02-04

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